1-star. Would be 0-stars if it was an option.Why?My complaint points are listed out below:1: I was told on the phone within my initial call, that a replacement product would be sent out to me within 48 hours.2: In the email from Chris, it stated '"After thorough investigation" of your case, we’ve concluded that the best resolution is to send you a "new product" and replace the old one.'Please NOTE the words "THOROUGH INVESTIGATION" 3: In the same email it then goes on to say: 'Your product is however from our "old range and is no longer available"', It clearly states that my product IS from your "OLD RANGE" and "NO LONGER AVAILABLE" However, my product IS STILL available! (*I will come back to the point later on*)4: In the same email it goes on to state "but we can offer you an alternative replacement of a similar value."The use of the word "ALTERNATIVE" meaning different product.5: In the same email it states: 'if you wouldn't mind visiting our website below and "choosing a replacement" model up to the value of "£39.99"'You sent a link to me for the website. When you go on it and look through, within the price range I was told to choose from 'stated as £39.99', there is only ONE product within that price range. It just happens to be the very SAME product as mine (you know, the one that is from "YOUR OLD RANGE and NO LONGER AVAILABLE," and "after your THOROUGH INVESTIGATION").6: The same email again states: Please reply to this email with the model number of your choice and "we'll dispatch it promptly".It clearly states the words "DISPATCH, PROMPTLY". 7: I sent email's, questioning all these points and the response I got stated "Thank you for reaching out and bringing this to our attention" 8: This new email from Chris went on to state: 'To clarify, the stock from our main website is "not the same used for our replacement orders".'If this IS the case then --1: WHY send it to me to look at? 2: ask me to choose a product from that website up to £39.99?3: say it would be dispatched promptly? 9: In the same email it states: 'We are unable to offer a same replacement until we receive a fresh shipment of the air brush to our warehouse.'But you told me in your prior email "that it's from your OLD range and NO LONGER AVAILABLE," so how can you be waiting for a fresh shipment?10: In the same email it states: 'Our earliest restock date is the 8th of December 2025.' This is prompt!? We are now, as of today, on 12th Dec 2025 and I contacted you about my faulty product on 25th Nov 2025. A full 18 days! This is weeks, NOT even days, later and 4 days after your so-called restock. 11: It then states: 'Would you like to wait until then or would like to choose another model in the same price range?'I would like to point out there is NOTHING else, on that link, within the same price range. No one from your complaints department has been in touch with me. Not via email, nor in the form of a phone call either. No where, and at no time, did anyone suggest to me to order it from your website and then you will reimburse me.I had to phone today to complain again and was met with the same ridiculous statements. The only difference this time was that it's now back in stock and you just can send it out to me... You remember the item that is 'from your old range and NO LONGER AVAILABLE!?'This is NOT "customer service"!After your reply, I emailed you as requested but other than a sorry nothing changed! Your customer service is NOT good!
Claim your business profile now and gain access to all features and respond to customer reviews.
Russell Hobbs is a British manufacturer of household appliances.
